Coordonnées

Thank you for choosing Moskera Boutique. We value your inquiries and are committed to providing prompt and helpful support. Below you will find our contact information, response times, and procedures for handling common inquiries and complaints.

Customer Service Contact

Working Hours & Response Times

  • Our customer service team is available Monday through Friday, from 9:00 AM to 6:00 PM (local time). We are closed on weekends and public holidays.
  • We aim to respond to all email inquiries within 24 hours during business days. For messages sent on weekends or holidays, we will respond on the next business day.
  • Orders are processed within 1–2 business days. Shipping times vary depending on the method selected (Standard: 7–14 business days via DHL/FedEx; Express: 3–7 business days via DHL/FedEx). Returns are processed within 1–2 business days after we receive the returned item.

Common Inquiry Handling Process

  1. Order Status & Tracking – Please include your order number in your email. We will provide tracking information and estimated delivery dates.
  2. Product Questions – For inquiries about our hardware, sacs porte-outils, râteliers multi-usages, or accessories (e.g., accessories for power tools, oscillating tools, drills, screwdrivers, adhesives, sealers, anchors, toolboxes, brackets, wrenches, ratchet wrenches), please describe the product and your question clearly. We will respond with detailed specifications or usage advice.
  3. Returns & Refunds – You may return most items within 30 days of delivery. To initiate a return, email us with your order number and reason. We will guide you through the process. Return shipping costs are the customer’s responsibility unless the item is defective or incorrect.
  4. Shipping Issues – If your package is delayed, damaged, or lost, contact us immediately. We will work with the carrier to resolve the issue.

Complaint Handling Process

  1. Step 1: Direct Contact – Send your complaint via email to support@moskera-fr.shop. Include your order number, a clear description of the issue, and any supporting evidence (photos, screenshots, etc.).
  2. Step 2: Acknowledgment – We will acknowledge receipt of your complaint within 24 hours (business days) and assign a case number.
  3. Step 3: Investigation – Our team will review your complaint, gather relevant information, and work to find a fair solution. This may involve contacting the shipping carrier, warehouse, or supplier.
  4. Step 4: Resolution – We aim to provide a final response within 5 business days. Solutions may include a replacement, refund, store credit, or other remedies as appropriate.
  5. Step 5: Escalation – If you are not satisfied with the proposed resolution, please reply to the same email thread to request escalation to a supervisor. We will review your case again and respond within 3 business days.